Clinical Service Desk Helpdesk Associate (remote)

NTT DATA Services•Bowling Green, KY

10d•Remote

About The Position

NTT DATA is currently seeking a Clinical Service Desk Helpdesk Associate to join our team in Bowling Green, KY (remote). All candidates are required to be shift flexible. Night, weekend, and/or holiday work will be required. Schedule can be changed as per client and business requirements or training needs. Additionally, overtime may be required depending on business requirements. NTT DATA Services is committed to improving patient outcomes by creating efficiencies across the healthcare ecosystem. A recognized leader in the healthcare space, the company delivers targeted segment solutions including patient engagement, predictive analytics, healthcare cloud hosting, integration and interoperability, clinical and claims application implementation, revenue cycle management and policy administration, in addition to core managed infrastructure, application and business process services. Clients include more than 1,800 hospitals, 2,200 long-term facilities, 225 acute care facilities, 43,000 clinicians, 1,000 physician practices and 50 insurance providers in support of 65 million policy holders.

Requirements

Minimum of 4 years of service desk / helpdesk experience or equivalent combination of education and technical troubleshooting experience (i.e., 2 years of work experience and 2 years of technical education).
Minimum of 1 year of technical troubleshooting experience with healthcare systems & customer service.

Responsibilities

This position will be a part of our Provider Clinical Service Desk, as an agent primarily handling inbound customer calls. This is a call center environment in which we support our customers 24x7x365.
Respond to incoming service desk calls from healthcare customers regarding the clinical aspects of various clinical applications such as Epic, Cerner, McKesson and Meditech. Incidents may include, but are not limited to workflow issues, application errors, user access, and functionality.
Track and document the appropriate comments and close or escalate the incident tickets and related issues in a timely manner.
Responsible for driving resolution of incidents on a 24/7 desk.
Read text on computer screens for the duration of the shift.
Remain at designated workspace and in the phone queue for an 8 to10-hour period with scheduled breaks.
Ensure a quiet, private workspace with high speed, wired internet.
Travel up to 10% of the time, if required.
Lift up to 25 lbs. if needed for equipment setup.
Have a working cell phone for manager communication and Two-Factor Authentication.